Managing Service Delivery
South Florida HDI Chapter June 21, 2012
Agenda
1:30 PM Registration and Networking
2:00 PM Welcome and Event Overview
2:15 PM Keynote 1 - Rich Kaspar
3:00 PM Break
3:15 PM Keynote 2 - Jeff Hance
4:00 PM Break
4:15 PM Keynote 3 – Sophie Klossner
4:45 PM Closing Announcements, Survey’s & Raffle prizes
5:00 PM Happy Hour at Dave & Buster’s
Fusion 12
• October 28-31, 2012 in Dallas, Texas • Interact with more than 1,600 support practitioners • Leverage Service Management innovations • Discover emerging trends, innovations, and examine
valuable best practices. • 9 Actionable Tracks • 11 Pre-con sessions • 80 Sessions • 5 Keynote speakers • Expo Hall with over 100+ vendors
HDI 2012: A Digital Experience
Local Chapter Membership
Focus Book Series and Annual Practice and Salary Report
$75 $240 Value
$79 $1000+ Online resources, webinars, Research Corner, whitepapers…
Conferences, events and Training discounts
$100+
$165 $100 (only for today)
South Florida HDI
Thanks go to the following • Lynn Johnson – VP of Programs • Yleana Franco – VP of Sponsorship • Tony Di Perna – VP of Membership • Mark Adams – Content Review • Eddy Fuente – VP of Finance • Albert Noa – Sounding Board • Tony Alvarez – VP of Communication
Volunteer?
Rich Kaspar
Rich Kaspar has worked with many IT organizations in the Southeast over the past several years working for both BMC Software and CA Technologies. He has experience in Service Management, Automation, Service Assurance, Capacity Planning, Virtualization Management and Cloud Computing. In his current role, he serves as Solution Strategist in the Southeast for Nimsoft Service Desk, CA Technologies go-to-market SaaS Service Management Solution. Rich holds a BA in communication Studies from UNC-Charlotte and is ITIL v3 Foundation Certified.
Alternative Service Delivery Models for Service Management
June, 2012 Things to Consider
Agenda
— IT Budgets & Resources: The New Normal
— Service Management Technology Trends
— What are we trying to accomplish today?
— What’s really happening?
— Considerations for the SaaS service management alternative
— Summary
2003 - 2008 2008 - 2009
Previous Steady State
Recession & Credit
Crisis
IT Budget & Resources
New Normal
Business IT Demand
Innovation becomes key driver for change
IT Budgets & Resources: The New Normal
12
Growing Alignment Gap
Business demand continues to grow as IT Capacity flat lines or decreases
CA confidential and proprietary. For internal use only.
Service Management Technology Trends
2003 • Highly
Customized, Tailored to business
• Development approach
2008 • Configure,
don’t code • Best-in-suite,
integrated ITIL processes
NOW • Demand for
fast delivery • Scaled back
requirements
What is Service Management?
— Service Request – front line of IT to the customer
— Incident – identify, track and manage incidents
— Problem – creating efficiencies
— Change – proper planning of changes
— Configuration – centralized view of IT data
— CMDB - houses CI’s for topology mapping
— Knowledge – searchable database for known resolutions
— Service Level – establishing, tracking, managing SLA’s
— Asset – inventory vs. lifecycle
— Data center managers have taken ownership of configuration management − Consolidations, moves, virtualization, clouds − CMDB projects remain problematic (culture, definitions, approach)
— Lines of Business have created ‘shadow IT’ to meet innovation demands
— Finance is rationalizing the service portfolio in a spreadsheet
— Everyone agrees asset management is a problem − Continues to be the poster child of denial
— Executive management commoditizing functions to address flat budgets and innovation demand − Outsourcing − SaaS
What are Organizations really doing?
Top 10 ITSM Challenges for 2012
— Your 3-year ITIL service management implementation plan has lost its funding − Executives regard it as a ‘ticketing system’ − Every year is groundhog day to budget for maturity − Vicious cycle for service management stack – lack of investment
reduces it to a ‘ticketing system’
— Cloud aka Innovation − Executives are investing in technologies to develop competitive
advantage − Automation, virtualization value proposition to release capacity
demand
Where is the money going?
— Re-evaluating the 3-year plan − Looking at service delivery capabilities in 3-6
month cycles − Short-term approach for immediate returns
— Scaling back requirements to the core: − Incident, problem, change, service request, asset
inventory, basic configuration management, knowledge
— Paying less and doing a lot more through SaaS alternatives, but giving up the deep integration requirements
What is everyone doing?
— Incident, problem, and change is not enough
— The request ‘Storefront’ is more critical than ever
— Business case for enterprise CMDB hard to defend
— Tier 0 investment focus − Collaboration, mobile access, knowledge, self-service, call deflection
— Extensibility and integrations require closer scrutiny for value propositions
— Asset management means inventory management
— Reinventing Service Management in the Cloud context
— Champagne tastes, beer budgets
Service Management Reset 2012
− Look closer at those capability and integration requirements. Are they defendable in your business case?
− Is your organization committed and mature to your current plan?
− Can you make more value with a SaaS alternative with the budget you have?
− Is there a mandate to get the commodity services outside the firewall?
− Can you attach your service management initiatives to innovative projects? • Cloud-based services • Outsourced services
Considerations for the SaaS service management alternative
— Like any cloud approach, you take it out-of-the-box − SaaS applications designed for highly standardized delivery
— Rapid implementations of more capability − 9 processes In 3 weeks rather than 3 process in 9 months
— Multi-tenancy attributes positions you to support the service provider model − Departmental, locations, cloud providers, outsourcers
— Infrastructure support goes away (hardware / OS)
— Focus on providing service, not the application that supports the service
Value Proposition for SaaS Service Management
Purpose-built Cloud Approach vs. “Retread”
Hosted Data Center Cloud Data Center
1 1 2 3 4
5 6 7 8
9 10 11 12
T T T T T T T
Why Do We Care? • Hosted model creates longer implementation times • Adds more complexity, requires more
customization and configurations • Affects performance and availability • High vendor TCO affects customer costs over time
Single Instance
Single Upgrade
Multiple Instances
Multiple Upgrades
— If you are going to SaaS, make sure it’s really SaaS − Hosted legacy app served up in a URL – high-cost model
− Cloud-based apps delivered properly have low-cost model
− Performance!
— Keep a watchful eye on any configurations you end up doing − How does it affect your upgrade path
− Implementation time
− On-going support
− Application skill sets – is it just configuring?
— Subscription costs − Short term contracts leave room for potential price increases, flexibility may be
necessary but comes with a price, state your terms to align with your business
— Where’s your data − Can you get it back?
Things to watch out for
Why SaaS service management may make sense
— Value Proposition − Low TCO − Quickest time to deployment and use − Simple to use, administer, upgrade and support − More value for less $$
— Why Does This Matter to Your Business? − Reduces IT cost run rate to focus on driving innovation not
support − Low risk with quick implementation, low cost, subscription-
based − Visibility for both IT and end users to simply get what they
need
SPEED
AGILITY
FLEXIBILTY
Contact Info
Cell: (615) 829-2546
http://www.linkedin.com/pub/rich-kaspar/b/183/374
Drop in your business card for a drawing to win a $100 Amazon gift card!
Questions?
Alternative Service Delivery Models for Service Management
June, 2012 Things to Consider
15
Jeff Hance
Jeff Hance is a System Engineer and Security Strategist at LANDesk, a company dedicated to being the best at enabling IT to deliver business value by gaining control of end-user computing. Jeff has been a member of the LANDesk team for over 6 years specializing in Security Request management and its role in optimizing, maintaining and auditing these requests within organizations using ITIL best practices.
LANDesk Software Confidential
Easy Access for the Users
Request Management and Self Service
30
LANDesk Software Confidential 31
How’s Life on the Service Desk?
LANDesk Software Confidential 32
Take Back Control
Free time
LANDesk Software Confidential
IT is about technology and the future, yet while we struggle to
bring future technology into business, the future has snuck
up on us and changed everything
To put it another way
LANDesk Software Confidential
S stands for SERVICE
Something Desirable that is Consumed
34
An event in which an entity takes the responsibility that something desirable happens on the behalf of another entity. (economics) Action or work that is produced, then traded, bought or sold, then finally consumed.
LANDesk Software Confidential 35
IT Service (ITILv3): A Service provided to one or more Customers, by an IT Service Provider. An IT Service is based on the use of Information Technology and supports the Customer's Business Process. An IT Service is made up from a combination of people, Processes and technology and should be defined in a Service Level Agreement.
LANDesk Software Confidential
Corporate IT is becoming irrelevant
ITIL got it wrong While we’ve been building Service Desk,
CMDBs, Release and Change processes, we forgot about the most important part of ITSM
The “S”
Some Challenging Statements (not all true)
LANDesk Software Confidential
Let’s start with Consumerisation › Rapidly becoming one of the most over-used phrases in IT › There is a good reason for this. It’s real.
I say… › It’s NOT about ipads, playbooks, android or mobile phones.
› It’s about Expectation
What do I mean?
LANDesk Software Confidential
The IT Big Bang
Mainframe Client Server Internet Cloud
Computing IT
Consumerization
Proliferation of Devices, Much More Distributed
LANDesk Software Confidential
Lines blurred between business and personal lives
Personal Business
Today The Convergence of Business & Personal
LANDesk Software Confidential
How many people use Google to locate information?
How many have ever phoned Google? Coming to work shouldn’t feel like going back in time
› Who has XP at home? › Who has XP at work?
But Then…. Question
LANDesk Software Confidential
Increasingly sophisticated and self-reliant IT-Customer
User Is The New Endpoint (Tech savvy, platform-agnostic,
user & device management)
The Next Generation
IT Customer
LANDesk Software Confidential
By the way, they are not END USERS (Only the drug addiction and the IT industry have USERS)
They are CUSTOMERS and CONSUMERS
And they expect a CONSUMER STANDARD IT EXPERIENCE
One Thing
LANDesk Software Confidential
Opening keynote at Gartner Symposium/Itxpo Orlando 2011,
“You must pursue simplicity by putting people and their needs at the center of design… … In the post-modern business, you will forget phrases such as ‘business architecture’ and embrace phrases like customer delight, customer involvement, and customer intimacy” Daryl Plummer, managing vice president and Gartner fellow
LANDesk Software Confidential
What’s happening to the relationship between IT and the business?
Consumer Products are Becoming Business Tools
Consumer Experiences are becoming Business Expectations
IT is fighting to keep up
Be more reliable, be easier to get to, be less complicated, be up to date, match consumer-
expectations and consumer-standards
The IT world HAS changed fundamentally
I EXPECT BETTER
Consumerisation is Expectation – Do, Use,
Experience, Allow
LANDesk Software Confidential
SO, THE WORLD HAS CHANGED.
WHAT CAN WE DO TO STAY RELEVANT?
THIS YEAR, WITH EXISTING RESOURCES?
45
The problem summary
LANDesk Software Confidential
No-Brainer Technically simple with good ITSM toolset Culturally may be hard Must be right to be successful
Mandatory, essential You must do this Take the pressure off
46
You Need request Management and Self Service
LANDesk Software Confidential
There is a better life with
Digital Native Sophisticated and self-reliant Connected and multi-tasking Want to fix their own issues Personalised and relevant
experiences
47
New Beginnings, New Relationships
LANDesk Software Confidential
Service Request
ITIL3 : A request from a User for information, or advice, or for a Standard Change or for Access to an IT Service. For example to reset a password, or to provide standard IT Services for a new User. Service Requests are usually handled by a Service Desk, and do not require an RFC to be submitted.
ITIL2 : A request for a change, usually both common and straightforward, to be made to a service. A Service Request is characterized by the fact that the Change can be made under strict, well-defined procedural control and is therefore (virtually) risk-free. Providing access to services for a new member of staff and relocating PCs are two typical examples.
LANDesk Software Confidential
Request Domain to manage Service Catalogue Requests
Powerful OOTB processes Multiple Authorisation modes Integration to automation platform to provide round-
trip capability
49
Request Domain and processes
LANDesk Software Confidential
How do I get the Latest version of Office? I cant log into VPN. I forgot my password Jack got a 64 gig thumb drive. How do I get one? I have a new employee Can I get Windows 7 please
50
Examples of Requests
LANDesk Software Confidential
Request Domain And Processes
LANDesk Software Confidential
Process is key – the stages
LANDesk Software Confidential
There is a better life with
Self Service End user customers
submit & track tickets, troubleshoot their issues
Keep up to date with IT service notifications and performance
24/7 access Controlled, process driven Alleviates the pressure
increases flexibility Experience + Satisfaction
= customer loyalty
53
Get a…
LANDesk Software Confidential
Go Green – Recycle! Publish Knowledgebase Publish Status Service Down “Add Me” Publish Service Desk performance
data
54
Self Service - Resources
LANDesk Software Confidential
There is a better life with
Service Catalogue
End user customers submit their own requests for software, hardware, and services.
Enables IT to define/standardize offerings and publish live services
24/7 access Controlled and process driven Relevant customer reports Familiar customer experience
55
Create a One Stop Shop
People + Process + Technology
LANDesk Software Confidential
How do I setup my Service Catalogue? Service Portfolio Process Request Process Create Configuration Items Design Catalogue Content Publish Catalogue to ‘Entitled
Users’
56
Service Catalogue
LANDesk Software Confidential
Use Method not Madness Request Control Deploy Subscribe Remove Communicate
57
Service Catalogue – Process
People + Process + Technology
LANDesk Software Confidential
Think - Who, what, why Publish by user / group / role Request type – once v many Bundled services
58
Service Catalogue – Entitlement
People + Process + Technology
LANDesk Software Confidential
What is a Service Catalogue? The place where an end user
can make a request for a service.
The catalogue of all live customer facing services offered by IT.
59
Service Catalogue
LANDesk Software Confidential
CMDB/CMS’s
Service Knowledge Management System
60
Service Lifecycle Service Portfolio Complete set of services (past, planned, present & future) managed by a Service Provider
Service Pipeline Proposed or in development services
Service Lifecycle
Service Catalogue Active Services
Retired Services Services retired from use
Business Service Catalogue IT services visible to end users
Technical Service Catalogue IT services visible to support team
Service Portfolio
Service Pipeline
Service Catalogue
Business Services
Technical Services
Retired Services
LANDesk Software Confidential
Catalogue Alone is NOT ENOUGH
LANDesk Software Confidential
The Customer is King Incident & Request Notifications Service status Performance Dashboards Promote the desk!
62
Self Service & Catalogue - Communicate
LANDesk Software Confidential
Why do I need a Service Catalogue? Standardise Offerings Ensures IT define the services
it offers Publish and communicate
offerings to end users Increases efficiency
63
Service Catalogue
LANDesk Software Confidential
Self Service – Service Catalogue
LANDesk Software Confidential 65
Evolution of Service
High Street Butcher
Supermarket
Self Service Checkout
Self Service Online Delivery
TRAVEL, REQUEST, PREPARE, RECEIVE, PAY, TRAVEL, CONSUME
TRAVEL, SELECT, PAY, TRAVEL, CONSUME
TRAVEL, SELECT, PAY, TRAVEL, CONSUME - LESS PEOPLE
SELECT, PAY, WAIT, RECEIVE
LANDesk Software Confidential 66
Staff at Front of House Staff Prepare Back of House
Less Customer Self Help / Autonomy /free time
More Customer Self Help / Autonomy / free time
LANDesk Software Confidential
We don’t NEED to deliver MANUALLY › Active Directory Changes › Access Requests › Password Resets › Software Deployment
67
But in IT…
LANDesk Software Confidential
Is this the Future of IT?
68
As a CONSUMER – I can Request, Receive, Consume, Remove at APP STORES and MARKETPLACES
LANDesk Software Confidential
Is this the Future of IT?
69
Not quite. 3 of the 4 steps. Removal not there.
LANDesk Software Confidential
Use App Store to define Behaviour
LANDesk Software Confidential
You want a quick fix? FOCUS on Self Service FOCUS on Catalog FOCUS on Automated Delivery and Removal
› Build relationships as part of the PROCESS › SUDDENLY it’s just like Amazon
We know what you have › It’s just like Apple
You request it, it arrives
Yet at the back, it’s ITSM It’s only possible with ITSM
LANDesk Software Confidential
It’s just like cooking
Remember Keep it Simple
72
LANDesk Software Confidential
QUESTIONS
73
LANDesk Software Confidential
Jeff Hance Scott Kaplan LANDesk Software LANDesk Software [email protected] [email protected] 407 712 0065 954 592 4244
74
LANDesk Service Desk: http://www.youtube.com/watch?v=fV31vx9Rtg0 LANDesk Blog: http://www.landesk.com/blog/
15
Sophie Klossner
Sophie Klossner has been a core member of the HDI team since 1992. In the early years of her tenure, she focused on event planning, content development, and speaker coordination; in addition, she managed HDI’s human resource department for eight years. In December 2009, Sophie became the director of membership, where she brings her many years of member advocacy and relationship-building strengths to expanding HDI’s membership and increasing the value membership provides to the community.
Volunteer?
Closing & Raffle
• Additional Networking Sponsored by TEKsystems Happy Hour Location Dave & Buster’s
• Next Meeting September 20 at Carnival Cruise Lines
Thank You
• Find us on Facebook • https://www.facebook.com/soflahdi • Find us on Twitter • @HDI_So_Florida • Find us on LinkedIn